This class was created by Brainscape user Noa Aarts. Visit their profile to learn more about the creator.
By:
Noa Aarts
- decks
- flashcards
- learners
Decks in this class (16)
Chapter 1: Introduction to services
Services,
Tangibility spectrum,
Service dominant logic
11
cards
Chapter 2: Consumer behaviour in services
Search qualities,
Experience qualities,
Credence qualities
10
cards
Chapter 3: Customer expectations
Zone of tolerance,
Personal needs,
Lasting service intensifiers
11
cards
Chapter 4: Customer perceptions of service
Satisfaction,
Service quality dimensions 5,
National customer satisfaction in...
14
cards
Chapter 5: The gaps model of service quality (SERVQUAL)
Customer gap,
Gaps model,
Gap 1
6
cards
Chapter 7: Building customer relationships
Relationship marketing,
Lifetime value,
Customer pyramid
7
cards
Chapter 14: Managing demond and capacity
Demand patterns 3,
Capacity constraint,
Capacity levels 4
9
cards
Chapter 8: Service Blueprinting
Service blueprint,
Stages blueprint 5
2
cards
Chapter 9: Customer-defined service standards
Service standards,
Standardization,
Hard customer defined service sta...
4
cards
Chapter 10: The physical and virtual servicescape
Servicescape,
Virtual sevicescapes,
Environmental psychology
13
cards
Chapter 11: Employees' roles in service delivery
Corporate culture,
Service leadership,
Employees are the brand
11
cards
Chapter 12: Customers' roles in service delivery
Services as drama,
Customers as competitors,
Customer codes of conduct
4
cards
Chapter 15: Service Recovery
Service recovery paradox,
Types of complainers,
Passives
9
cards
Chapter 16: Managing external and internal communications
Integrated services marketing com...,
Customer education,
Tangibilization strategies
7
cards
Chapter 17: Pricing of services
Types of pricing 3,
Reference price,
Non monetary costs
23
cards
Chapter 18: The financial impact of service quality
Offensive marketing,
Defensive marketing,
Service quality profitability rel...
5
cards
More about
SM
- Class purpose General learning
Learn faster with Brainscape on your web, iPhone, or Android device. Study Noa Aarts's SM flashcards now!
How studying works.
Brainscape's adaptive web mobile flashcards system will drill you on your weaknesses, using a pattern guaranteed to help you learn more in less time.
Add your own flashcards.
Either request "Edit" access from the author, or make a copy of the class to edit as your own. And you can always create a totally new class of your own too!
What's Brainscape anyway?
Brainscape is a digital flashcards platform where you can find, create, share, and study any subject on the planet.
We use an adaptive study algorithm that is proven to help you learn faster and remember longer....
